CRM Technology Report

Your chosen company (Chick-Fil-A) has recently implemented a customer relationship management (CRM) system. Study the key elements of the CRM technology and determine how the company can best use it to improve its customer retention. Make sure you support your choices with well-reasoned arguments and external sources. In your report, also include the following:

  • A customer database template with fields containing critical customer information from your key market segment
  • A customer satisfaction survey containing ten questions about the segment’s experience with the company
  • A description on how this customer data will be collected

Submission Details:

  • Present your analysis as a 2-page report in a Microsoft Word document formatted in APA style.
  • On a separate page, cite all sources using APA format.
  • Name your document SU_MBA6011_W2_A2_LastName_FirstInitial.doc.
  • By Tuesday, March 17, 2015, submit your assignment to the W2 Assignment 2 Dropbox.

Assignment 2 Grading Criteria

Maximum Points

Provided an appropriate customer database template with fields containing critical customer information from your key market segment.

10

Created a customer satisfaction survey containing ten relevant questions about the segment’s experience with the company.

10

Described how this customer data will be collected.

10

Supported your choices with well-reasoned arguments and external sources.

10

Used correct spelling, grammar, and professional vocabulary. Formatted the paper and cited all sources using APA format.

10

Total:

50

 
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